e-Lawg : A Canadian Perspective on Intersections of Law and Technology
Updated: 18/02/2005; 11:27:48 PM.

 

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July 9, 2002

Turn Yourselves In, Or You Will Be Apprehended...

Bag and Baggage tracked down E-Lawg in short order.  Thanks for your note Denise.


5:06:16 PM    comment []  trackback []  

CRM and Firm Management.

Customer Relationship Management Software

Rick writes: "Good interview with HBS professor Susan Fournier: 'Customer relationship management (CRM) programs have become too much about the technology, not enough about the customer relationship.'"  [tins ::: Rick Klau's weblog]

This is at the intersection of Customer Relationship Management and Knowledge Management.  CRM would seem to be a subset of KM.  In the professional services environment, there is a difference between CRM; using information to focus on the client relationship, and KM; assembling, organizing and disseminating knowledge within the firm. 

Pulling the factual information about a contact is easy.  Most firms keep track of their actual contacts fairly well.  The system begins to break down when we seek to include contacts which do not have an existing relationship with the firm.  These are potential clients, potential references, and industry contacts.  How do you get lawyers to share their contacts, particularly when these may be a valuable marketing commodity to the individual lawyer?  Furthermore, it is the relationship tree that may point out opportunities.  How do you incent lawyers to invest in identifying relationships with the multitude of existing contacts?

While the "Aha" moment will work for one lawyer (the beneficiary of the information of others) will that incent the lawyer to invest non-billable time to add the matrix?  The recognition of the benefit of using information does not necessarily translate into the motivation to contribute to the Knowledge Bank. 

If users do not reciprocate and contribute, the knowledge base will not grow and increase in value.  It will decline, fall into disuse and be abandoned.  Technology will likely be blamed, but the real culprits are the users (assuming a reasonable design to begin with).


12:08:20 PM    comment []  trackback []  

I was born Canadian™. My parents were born Canadian™. I cheered on the Canadian™ teams at the Olympics™. Canadian™, however, is a trademark of Molson™. In National Arbitration Forum, case No. 112451, an American (I am not sure if American should be ™, but I am sure the owner of the Mark will let me know) arbitrator ruled in favour of Molson™ with respect to the Domain Name Canadian.biz. This dispute is being heard in the Ontario Superior Court of Justice today.

This story raises a couple of issues. Isn’t there a Canadian™ arbitration panel competent to determine Domain Name disputes? Aren’t there some words that should not become corporate property?

BTW I like Molson™, and Canadian™ is my brand.  I just think  Canadian™ should mean a little bit more.

I will let you know what the Ontario Courts say on the issue.


11:15:29 AM    comment []  trackback []  


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